itSMF (Service Management Forum) Australia has announced UWA’s IT Service Desk as the winner of the 2013 Service Desk Team Project of the Year Award. The annual itSMFA Industry Awards for excellence in IT Service Management are presented to those organisations which have achieved extraordinary success from innovative and effective IT practices.
They span service desk and IT projects across all industry sectors. itSMF is the international industry body for best practice in IT Service Management, with 54 officially recognised chapters worldwide.
Following a record number of nominations and an extensive judging process, the Service Desk Team Project of the Year award was presented to UWA at the itSMF Australia’s 16th National Conference, as part of at the Telstra Gala Dinner held at Parliament House, Canberra on last month.
Iain Walker, Service Desk Manager, and Alan Mullett, Assistant Director Service Management, Information Services, accepted the award on behalf of the team.
IS lodged a submission to itSMF for the prestigious industry award following the outstanding results in client satisfaction seen in responses from UWA staff and students in the 2012 University IT Service Quality Benchmark Survey.
UWA was ranked the Most Improved University in the 2012 University IT Service Quality Benchmark Survey, achieving sixth place.
“This was a major turnaround from our in 2011 ranking of 31st place, and also UWA’s highest ever ranking in the survey,” said Mr Walker.
“This achievement was the result of an ongoing commitment to embed best practice in our IT service delivery. A number of new initiatives and processes had been introduced over the period with assistance and support from the Service Management team, and each was focused on improving client outcomes,” he said.
This improvement took place as the IS Service Desk team also successfully managed the transition and support of many new and upgraded services introduced through the Business Investment Program, under considerable time constraints for the New Courses framework for the start of teaching in 2012.
“To have achieved such an improvement in Service Quality ranking during this period of major service transitions is testimony to a motivated and inspired Service Desk team backed up by hard work and support from the resolver groups within Information Services,” Mr Walker said. “It also signals an increased engagement and involvement between Information Services, System Owners and Faculty IT, and the success of our implementation of effective Incident Management and Knowledge processes and other Service Management initiatives to improve client service.
“The award gives well-deserved recognition to a team that has been focused on bringing the IS vision and values to life through new and innovative practices.”
The UWA Service Desk team has now set itself an aspirational goal of a top three ranking in the 2013 University IT Quality Benchmark Survey, which starts this month.